Customer Success Executive

Customer Success Executive

Industry: Skincare / D2C

Brands: Reginald Men, Molecular Company

Experience: 1–2 Years

Employment Type: Full-Time

Location: Hyderabad

We are looking for a Customer Success Executive to manage customer interactions and ensure an excellent customer experience for our skincare products. The ideal candidate should have good communication skills, a customer-first approach, and a basic understanding of skincare products and customer concerns.

Key Responsibilities

• Handle customer queries through calls, WhatsApp, email, and other customer support channels.
• Understand customers' skincare concerns and provide appropriate product-related information and guidance.
• Assist customers with product usage, ingredients, benefits, routines, and general skincare-related queries.
• Resolve concerns related to orders, payments, delivery, returns, replacements, and product issues.
• Follow up with customers to ensure their concerns are resolved and they have a positive experience.
• Coordinate with Operations, Logistics, E-commerce, and Marketing teams for timely resolution of customer issues.
• Build strong relationships with customers and support customer retention and repeat purchases.
• Maintain records of customer interactions, complaints, feedback, and resolutions.
• Collect customer feedback regarding products and communicate key insights to the relevant teams.
• Identify recurring customer concerns and suggest improvements in customer experience.
• Handle escalations professionally and ensure timely resolution.
• Achieve customer service KPIs such as response time, resolution time, customer satisfaction, and retention.
• Stay updated on skincare products, ingredients, routines, and common customer concerns.